Latest Jobs at WNS Global Services

Job Description
Handle Inbound Calls for customers to resolve inquiries quickly, efficiently and to a high standard. Process includes sending reminders to customers on incomplete information in their policy or validation of information as stated on the policy.

Key Responsibilities Areas

•          Respond to inbound customer telephone calls and on some occasions, initiate customer calls
•          Provide customers with correct information
•          Take steps to retain customers
•          Resolve customer inquiries quickly, efficiently and to a high standard
•          Identify customers’ needs for other business units
•          Maintain policies and change details as needed
•          Maintain accuracy of customer data
•          Process payments from customers
•          Handle customer concerns and objections
•          Adhere to underwriting guidelines
•          Adhere to compliance guidelines when conducting business with customers
•          Follow best practice procedures
•          Participate in weekly and monthly coaching

Qualifications

•          Matric/Grade 12

Experience Required

•          Minimum of 1 year of working in a customer service call centre environment, preferably in insurance field

Behavioural Traits Required

•          High degree of patience and assertiveness with excellent rapport-building skills
•          Positively contribute and lead in team activities
•          Takes pride in work, checking own for quality i.e. Lead by example
•          Maintains effective time management
•           Have a positive attitude and the ability to influence and motivate others
•           Effective emotional intelligence (EQ)
•           Team player
•           Flexible
•           Self-Motivated

Additional Information

• Afternoon and night shifts – Monday to Sunday (rotational shifts)

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Job Description

• The main purpose of this position as part of the senior management is to lead a team with specialist function. You are customer & client facing & strive to deliver excellent customer experience. You are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional area.

Key Responsibilities

•          Lead a team of operational leaders
•          Deliver contractual and commercial performance through cost and profitability management
•          Create a high-performing, highly-engaged team through modeling desired WNS leadership behaviours, effective coaching, performance management and recognition
•          Build excellent relationships both internally and externally at all levels
•          Ensure compliance to all relevant process and regulatory standards
•          Control and minimise costs
•          Drive continuous improvement and create value by delivering excellent customer experience

Knowledge, Skills and Attributes:

•          Leadership
•          Change management
•          Effective coaching skills
•          Commercial acumen
•          Planning and organizational skills
•          MS Office at an advanced level

Qualifications

•          Grade 12/Matric
•          Proven track record of 5 years’ experience as senior operations manager
•          Experience in a contact center/BPO environment
•          Insurance industry experience essential

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Job Description

• The purpose of the Operations Trainer role is to deliver product and technical training into assigned operational business units.

 Key responsibilities:

• Training Delivery: Conduct new starter training as well as refresher, up-skilling and cross skilling training;
• Assessment: Assessments must be completed for all training events; Remedial support must be provided to all delegates prior to re-assessment;
• Administration: Capture learner records in line with Ucademy requirements: Complete Annual Training Reports; Complete delegate attendance registers; Update operational skills matrix.

Knowledge, skills and attributes required:

• High proficiency in delivering impact training and facilitation;
• Strong planning, organizing and time management skills;
• High proficiency in verbal & written English;
• Strong communication and interpersonal skills;
• High attention to detail and accuracy;
• Exceptional administrative skills;
• The ability to work within a team;
• Self-motivated;
• Self-manageable;
• Strong customer service orientation
• Proactive.

Qualifications

• 1+ years’ experience in Insurance industry essential
• 1+ years’ experience as a trainer;
• Training, coaching and mentoring experience;
• Train the Trainer, Accessor and Moderator (advantageous)
• Computer literacy at intermediate level (MS Office).

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Job Description

• We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through, effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.

Key Responsibilities Areas:

People

•          To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programmes.

Stakeholder Management

•          To ensure successful delivery of any project, programme or activity by engaging with an individual, group or organisation that will be affected by a programme.

Analytical

•          To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment.

Financials

•          To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently.

Qualifications

•      Grade 12/Matric
•      Tertiary qualification in management will be beneficial

Additional Information
Experience, Knowledge, Skills and Attributes Required:

•       A proven track record of delivering against client, customer and business outcomes
•      2 years’ experience working within an insurance environment
•      More than 2 years’ experience working in a management role
•      Experience in the BPO/contact center environment will be beneficial

Behavioural Traits Required

•          Communication and written skills
•          Problem solving
•          Analytical Thinking
•          Conflict Management
•          Strategic Thinking
•          Time Management

Job-Related Knowledge, Competencies & Skills Required

•          HR Process Knowledge
•          Stakeholder Management
•          Report writing
•          Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
•          Management skills
•          Good understanding of the BPO industry

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Job Description
Main purpose

• The main purpose of this position is to ensure professional, polite and efficient service is rendered to customers at all times, by conducting regular call assessments and audits.

Key responsibilities:

•          Conduct call assessments checks to meet SLA’s;
•          Provide assessment feedback to the agents;
•          Attend and manage calibrations with operations teams and the client;
•          Conduct quality audits and provide feedback to managers;
•          Hold regular meetings with team leaders and agents;
•          Ensure accurate data capturing;
•          Continually examine opportunities for quality improvements;
•          Maintain library of model documents, templates, or other reusable knowledge assets; 
•          Generate standard or custom reports summarizing business, financial, or economic data for review by managers, clients, and other stakeholders;
•          Take calls for a specified number of hours in order to keep one informed of the agents’ experiences.

Qualifications
Key requirements:

•          A Matric/Grade 12 Certificate or equivalent;
•          Tertiary qualification would be advantageous

Additional Information
Experience, knowledge, skills and attributes required:

•          1 year QA experience essential;
•          Experience in the insurance industry essential;
•          At least 2 years call centre experience in customer service or sales;
•          Experience in quality will be an added advantage
•          Proficiency in Microsoft Office packages (Word, Outlook, Excel);
•          Excellent interpersonal and communication skills;
•          High attention to detail and accuracy.

         The ability to:

•     Analyze, validate and interpret data/reports;
•     Multi-task, work under pressure and cope with high volumes of work;
•     Cope with pressures and setbacks;
•     Document problems and assist in their resolution;
•     Document processes and identify areas for improvement;
•     Adapt to change quickly, in a fast-paced environment;
•     Prioritize and manage workflow.

go to method of application »

Job Description

• The main purpose of this position as part of the senior management is to lead a team with specialist function. You are customer & client facing & strive to deliver excellent customer experience. You are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional area.

Key Responsibilities

•          Deliver contractual and commercial performance through cost and profitability management
•          Create a high-performing, highly-engaged team through modeling desired WNS leadership behaviours, effective coaching, performance management and recognition
•          Ensure compliance to all relevant process and regulatory standards
•          Control and minimise costs
•          Drive continuous improvement and create value by delivering excellent customer experience

Knowledge, Skills and Attributes:

•          Leadership
•          Change management
•          Effective coaching skills
•          Commercial acumen
•          Planning and organizational skills
•          MS Office at an advanced level

Qualifications

•          Grade 12/Matric
•          Proven track record of 3 years’ experience in a as operations manager
•          Experience in a contact center/BPO environment
•          Insurance industry experience essential